SMS Page

If enabled for your account, the SMS Page allows users to add SMS (Short Message Service or texting) capabilities to their IVR applications. With this capability, the user can send the data collected in the IVR to the caller's cell phone.

Main Tab

On this tab, do the following:

To—Select an existing variable or configure a new variable representing the 10-digit phone number of the person to whom you want to send the SMS.

Text Message—Enter the text message you want sent. The maximum length of a single SMS message is one-hundred sixty (160) characters. Multiple messages may be sent if the character limit exceeds 160 characters.

Notes:

The following special characters are not supported in the text message field: & (ampersand, < (less than), > (greater than), " (double-quotes), and \ (forward slash).

If you do not enter text in the Text Message field, no message will be sent and the call will route to the 'message not sent' destination page.

Destination Pages

If the SMS was sent, go to—From the drop-down menu, select associated destination page. This destination page is executed when our platform receives an OK response from our partner assuring that the SMS request has been successfully added to their delivery queue vs confirming the actual delivery to the handset. This means that their system tries to deliver the SMS to the handset but cannot confirm that the actual delivery will happen.

If SMS was not sent, go to—From the drop-down menu, select associated destination page. This destination page is executed if validation errors occurred during the call, for example, an unsupported character was included in the text message.

Important

SMS charges—As per industry standards, Genesys charges its clients for all the SMS requests made to our platform during the call. This is due to the fact that Genesys will be charged by its partners for trying to send out the SMS every time they get a request from us. One of the ways to avoid paying for all the request is to ask the right questions before deciding whether to execute SMS page or not. For example, you can ask the caller if they are calling from a landline phone or a cell phone before you execute the SMS page. If you want to do it automatically you can use Genesys' Phone Type Detector solution to figure this out behind the scene. Please note that you will not be charged if there were some technical issues and Genesys was not able to connect with the partner system, in this case 'SMS was not sent' or the 'Error destination page' page shall execute.

Advanced Options Tab

The Advanced Options tab on a SMS Page has two options.

Error Destination—Configure which page in the IVR the call should be routed to in the event an error occurs.

Email Debugging

Mail Logs—Choose when to send email logs. You can chose either Never, On Error Only, or Always.

Email Address—By default, this field displays the global debugging email address you specified in Site Properties. Here, you can change the debugging email address for this page only. If you do that, an icon will display next to the page name in Site Overview with a message stating that the debugging email address on this page differs from the global debugging email address.

Debugging email addresses have the following character length limitations:

Total length: ≤256 characters

Local-part (text that precedes the @ symbol): ≤64 characters

Domain (text that follows the @ symbol): ≤255 characters

Debugging Email Address Icon

Note: This is an option on the Data Page, Transaction Page, Logic Page, and SMS Page.